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Roi of ce webinar
ROI in the Customer Experience <br />Colin Shaw<br />Best Selling CE Author <br />CEO, Beyond Philosophy<br />
Customer Satisfaction drives a large percentage of government sponsored reimbursement for hospitals in the USA
This reimbursement is crucial for hospitals to recoup the cost of care to indigent population s for which they are required to provide service for.
Roughly, every percentage point increase in PSAT above 75% represents $1.4m
MHHS provides more care to indigents than any of its competitors .
A typical Hospital had Patient Satisfaction scores of about 81%. </li></ul>The Change<br /><ul><li>Beyond Philosophy redesigned the MHHS experience via Moment Mapping and Emotional Signature and practitioner training
The end result was a revamp of MHHS’ inpatient and outpatient Caner, Heart & Lung and Emergency Room experiences .</li></ul>The Benefit<br /><ul><li>On average, average Patient satisfaction scores in the hospitals increased by:
Lack of trust – customers felt a duty of due diligence to shop around
Poor service – Technicians didn’t engage with customers; Salespersons were paid on commission; they would either pounce on customers, lurk over their shoulder or chat at the till</li></ul>The Change<br /><ul><li>Beyond Philosophy designed a differentiation strategy based on Customer Experience. With that purpose in mind were conducted:
Philosopher’s day workshop as training for the senior management to get people on top on the right track for the new strategy
Best Practice Study Tour to get inspiration form enlightened organizations
Customer Mirrors to identify break points in the experience
Toughest pricing review since privatisation in 1989</li></ul>The Context<br /><ul><li>One of the key recommendations was to remove measures such as “call duration” and “calls waiting”, so agents can focus on problem resolution and develop a caring attitude
To close an issue to customer’s satisfaction on the first call costs £2-8 compared with £60-70 to send an engineer in a van
Beyond Philosophy facilitated the development of a customer experience via
Workshops with the senior leader to define a new Customer Experience Vision and Strategy
Training the call centre and field work staff on how to implement the new initiatives</li></ul>The Change<br />The Benefit<br /><ul><li>Ranked 1st in OFWAT Customer Service League table (currently is second)
“Yorkshire Water has turned itself from one of the most ridiculed companies of the late 1990’s to one of the most respected” - Financial Times, December 2002
£8.5m of cost savings as a direct result of Customer Experience improvements such as:
Script guidelines changed to “You will have it within 7 days”</li></ul>However, agents knew from customers that document often NOT received within 3-4 days<br />Result: Call backs drop dramatically; to 3% from 75% within weeks<br />Agent thus responds “You should have it within 3-4 days”.<br />Agents wanted to be truthful.<br />